Wychwood Surgery

On this page

• Overview
• Person-centred Care
• Care provision, Integration and continuity
• Providing Information
• Listening to and involving people
• Equity in access
• Equity in experiences and outcomes
• Planning for the future

The service met people’s needs, and that staff treated people equally and without discrimination.

This service scored 75 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

The service made sure people were at the centre of their care and treatment choices and they decided, in partnership with people, how to respond to any relevant changes in people’s needs.

Our review of clinical records showed patients were supported to manage their conditions. People residing in care homes were provided with routine and responsive care from clinicians including GPs.

The service understood the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity.

We saw the practice worked in partnership with other services to meet the needs of its patient population. This included district nurses, hospital consultants and social care teams.

The recent patient survey results indicated that 82%of the respondents had enough support from local services or organisations in the last 12 months to help manage their long-term conditions or illnesses. This was above the local average of 71% and national average of 69%.

The service supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs.

The practice had access to interpreter services, including language interpretation services.

The service made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. They involved people in decisions about their care and told them what had changed as a result. For example, the recent patient survey results suggested that 98% of respondentswere involved as much as they wanted to be in decisions about their care and treatment during their last general practice appointment. This was above the local average of 92% and national average of 91%.

We saw complaints were managed in line with the practice’s policy. Learning from complaints was evident and staff were able to identify changes made as a result of patient feedback, including complaints.

The service made sure that people could access the care, support and treatment they needed when they needed it.

People with learning disability were offered extended appointments.

The practice enabled patients to submit routine and urgent appointment requests via phone, online and in person. The recent patient survey results indicated that 63% of respondentsfind it easy to contact this GP practice using their website. This was more than the local and national average of 51%. In addition, 98%of the respondents said they knew what the next step would be after contacting their GP practice. Compared to the local average of 84% and national average of 83%.

Staff and leaders understood to information about people who were most likely to experience inequality in experience or outcomes and tailored their care, support and treatment in response to this. The triage system helped ensure patients were offered the most appropriate appointment based on their assessed needs. Staff used surveys, comments and complaints to capture and review feedback from people using the service. Feedback provided by people using the service, both to the provider as well as to CQC, was mostly positive.

The practice worked in partnership with other services within the PCN (Primary Care Network). Extended access appointments were available for patients within the practice, outside of the core hours. Clinical pharmacists worked across the PCN to support patients with a variety of services.

People were supported to plan for important life changes, so they could have enough time to make informed decisions about their future, including at the end of their life.

Our records review showed people were supported to consider their wishes for their end-of-life care, including cardiopulmonary resuscitation. This information was shared with other services when necessary.

The practice held registers for a number of different patient groups, this included those with learning disabilities, mental health conditions and also those on end-of-life care.